TRAINING FOR TQM

TRAINING FOR TQMPRESENTED BYSPARSA K SURESHWhat is TQM?( Total Quality Management)TQM is a management approach centered on quality ,based on participation of an organizations people and aiming at long term success

What is TQM?( Total Quality Management)TQM is a philosophy for managing organization centered on quality and customer satisfactionTQM originated in 1980s as Japanese style management approach and became very popular during 1990s being adopted by thousands of company

Continuous improvement(Kaizen) is the core process needed for successful implementation of TQM.Continuous improvement is due to continuous changes in processes and procedures through a systematic study of existing system.

TQM requires active involvement, participation and cooperation of everyone in the organization

To achieve and sustain this focus on quality requires long term commitment on the part of organizations leadership

Role of employees in quality improvementContinuous improvement: employees are the real experts in work space. Employees identify a problem, come up with solution , check with their supervisor and implement it.Participative problem solving: Employee participation in identifying and solving quality problems motivates employees and increase job morale.

Improve entire process: Small individual changes have a cumulative effect in improving entire process across the organization.Quality in services

Quality in supply chainRole of employees in quality improvement Why Training is important in TQM?Training is an important component in successful planned change efforts

Training and education are important in preparing an organization for a change.

Training in implementing TQM is essential as it provides opportunity to reform employees about goals of TQM

Why Training is important in TQM?Tiett and Waits says TQM emphasizes improving and motivating a companys most valued asset, its work forceTraining in quality tools and skills such as statistical process control enable employees to diagnose and correct day to day problems related to do their job.

Employees have higher responsibility and hence they require greater level of skill.

When quality achievement is rein forced through rewards and recognition it further increases employee satisfaction.

Example: Marriott employees are trained to view break downs in service as opportunities for satisfying customers . They may send a gift and note of apology to customers who have experienced a problem in hotel.Basic steps of effective training Plan

Awareness: Make awareness about objectives of trainingAcceptance: Trainees must feel that training will be value to themAdapt: Does everyone feel they are apart of what is going to take place?Results: What changes must be made in behavior and attitudesThree basic areas of T&D in TQM process(By Clinton et al)Instruction in philosophy and principles of TQMSpecific skills training such as different TQM tools ( Statistical process control ,cause and effect matrix etc.)Training to improve problem solving capabilities

ConclusionTQM will only be successful if all employers including top management and other managers are thoroughly educated in all aspects of total quality.The delegation of responsibility to one manager regarding TQM trainingExpert outside consultants should be contracted it internal expertise is not available

ConclusionTQM is not a single effort but should be conducted on continuous basis.In the beginning training must take place on a regular basis, for example monthly and later on six months basisThe training curriculum should address all issues which would contribute to improvement of quality.Thank you